Morristown, NJ, United StatesFull TimePosted Today
Responsibilities include but are not limited to:
- Capability Building Strategy
- Lead enterprise capability strategy for Sales & Service, defining skills, behaviors, and performance expectations for banker effectiveness across all roles and channels.
- Partner with L&D to set learning strategy, prioritize curriculum, and align training to frontline performance outcomes.
- Oversee design and delivery of role-based learning paths for Retail, SMB, and Mortgage bankers across sales, service, product, and advisory skills.
- Measure learning effectiveness and skill transfer; use data to continuously refine programs and delivery.
- Embed continuous learning into the flow of work to drive ongoing development beyond formal training.
- Sales Effectiveness
- Define and govern a scalable, customer-aligned enterprise sales process, including supporting scripts, playbooks, and conversation guides.
- Establish sales rhythms and clear DILO/WILO/MILO expectations to drive accountability, consistency, and effective coaching.
- Enable seamless collaboration across bankers, specialists, and partners, embedding sales frameworks into onboarding, development, and performance management.
- Service Effectiveness
- Own the enterprise service effectiveness framework, including workflows, escalation paths, decision rights, and supporting playbooks across Retail, SMB, and Mortgage.
- Define and optimize end-to-end customer journeys and branch experience standards to reduce friction and deliver consistent, differentiated service.
- Establish and govern service metrics and SLAs, using performance data (e.g., resolution, satisfaction) to drive continuous improvement.
- Partner with Operations, Compliance, and Technology to ensure service experiences are practical, compliant, and enabled for frontline execution.
- Field Partnership & Voice of the Frontline
- Act as a key liaison between Channel Leaders, Field Enablement, and enterprise strategy teams--ensuring that sales and service effectiveness programs are grounded in real frontline experience and operational realities.
- Establish structured feedback mechanisms--including field advisory panels, observation sessions, and performance data reviews--to continuously identify gaps in skills, process, and content.
- Represent frontline effectiveness needs in enterprise planning, product, and strategy forums, ensuring that new initiatives are assessed for their impact on banker workflows and customer experience.
- Governance & Continuous Improvement
- Own the governance model for sales and service effectiveness content--ensuring playbooks, scripts, journey maps, and process documentation are accurate, version-controlled, and regularly reviewed.
- Establish a continuous improvement cadence using performance data, field feedback, and industry benchmarks to identify and prioritize the next highest-value enhancements to effectiveness frameworks.
- Partner with the Director of Advisory & Enablement Tools to ensure sales and service effectiveness content is reflected in and supported by frontline technology and tooling.
- Deep knowledge of retail banking sales/service models, customer journeys, L&D principles, performance management, and risk/compliance frameworks.
- Strong strategic and analytical skills to design scalable processes, interpret performance data, and drive continuous improvement.
- Proven ability to build and align enterprise capability programs, linking learning, process, and performance to measurable outcomes.
- Exceptional stakeholder management, communication, and influence skills across matrixed, cross-functional environments.
- Ability to translate strategy into practical, frontline-executable solutions while balancing customer experience, business results, and compliance requirements.
- Bachelor's degree in Business, Finance, Organizational Development, or a related field.
- Minimum of 10 years in sales enablement, sales effectiveness, service operations, or a related role within financial services or a comparable regulated industry.
- Deep knowledge of Retail, SMB, and/or Mortgage sales and service processes, including front-line operating models and banker workflows in a large consumer bank.
- Demonstrated experience designing and implementing sales process frameworks, playbooks, and performance routines that drive measurable banker behavior change.
- Proven ability to build effective partnerships with Learning & Development, Channel Leaders, and Operations to translate strategy into frontline execution.
- Track record of improving service quality, resolution rates, or customer experience outcomes through structured process and workflow design.
- Strong stakeholder management skills with the ability to influence across channel leadership, operations, and enterprise strategy without direct authority.
- Excellent written and verbal communication, including executive-level presentation and facilitation skills.
- Advance degree is a plus.
- Director-level experience within a top-25 U.S. retail bank or large financial institution.
- Experience designing DILO/WILO/MILO frameworks or equivalent structured performance models for frontline banking roles.
- Familiarity with adult learning principles, instructional design, and curriculum development in partnership with an L&D function.
- Knowledge of customer journey mapping methodologies and service design practices.
- Experience establishing partnership routines between specialist and generalist banker teams.